PharmaServices

Creative Pharma Services

all about...Hospitality

is a holistic program ideal for all businesses that offer hospitality services to their guests. Our approach is based on surprising the guests by constantly anticipating and exceeding their expectations while, at the same time, increasing the hotel's revenues.

is a consulting and training program designed in a modular basis, covering all aspects of the hospitality industry, which enhances the guests' experiences with the aim of building their loyalty.

all about...Hospitality is based on six independent services:

Assessment Services help us understand the business in depth in order to have a common view about the 'as is scenario' and the 'to be scenario'. People / Brand standards and values / Procedures / Policies / Facilities / Competences / Challenges

Assessment Services will evaluate and examine the following:

Α. Evaluation Assessment

We will commonly determine the current "value" of the hotel, or business, and shall use this measurement as a base against which all improvements will be compared.

Revenue Management provides property audits and assessment of: The local market / The hotel's revenue management reports / The understanding of its positioning in the Market Place / Hotel current Pricing Strategy

These audits include on-site assessments of:

Hotels' Positioning – Where your Hotel stands among competitors

Revenue Management indicators – What is your ADR, RevPAR, etc

Market Conditions - Are there any social, political factors affecting the market

Business Mix – What is the most productive market

Market Segments – Where do your Guests book from

Competitors – Who your competitors are

Alignment to the local demand – Does the demand for your hotel reflect the demand in your area

Available tools – Do you have the necessary tools that will help you make the most profitable pricing decisions

We cooperate with Bookwize, a simple and affordable Revenue Management System that enables users to monitor and identify trends, track movement, produce a variety of reports and analyze statistics.

Superior Training

Study of departmental scorecards - Review and engagement of scorecards with the associates, giving feedback on the established procedures.

Train the trainer in basic service - Departmental ambassadors of Service.

Behavior change skills - Module of behavior analysis.

Performance and development reviews and meetings - As stated in fortnight meetings.

Team bonding activities - i.e. football team association in a corporate championship.

Up selling 2 – Advanced promotion of hotel products.

Work as a team 2 - Advanced team bonding interactions and role playing.

Health and safety regulations as per HACCP - As stated.

Complain handling (advanced Recovery) - How to turn a complaint into a recognition and up selling point.

Guest Loyalty Management focuses on maintaining and increasing loyal guests who trust the company's products and services. The Guest Loyalty Management program will consist of training and coaching services as following:

Training Program

The training program will begin with the hotel's leading team and will continue with the program Ambassadors and the rest of the hotel staff. Using the expectations management, the experiences management, and, finally, the memories management, we will create a competitive advantage, positively influencing our guests' future behavior.

Coaching Program

The Coaching program will evaluate and then provide ideas and proposals for improving guest experiences at all interactions of your Brand with them. Using the toolkit of all about…Loyalty we will provide your team of Ambassadors with the appropriate means in order for them to transform any policy and procedure that may negatively affect a guest experience, embedding instead an emotional touch with them.